schos1 Member since 2018 8 posts
Posted: 1 year ago
Last activity: 1 year 4 months ago

How to set required skills / level on assignments based on related work object

Using Pega Customer Service 8.2 (platform 8.2).

Incoming email correspondence cases (I-) are being routed to a central work basket that is managed by one team. For each email we determine the language and each operator in the team has defined language skills.

We want to work with one WB and using GetNextWork for operators to get the right next assignment to work on efficiently.

What is the best way to get the required skills to all possible assignments on the I- (interaction) work object based on the detected language?

Pega Customer Service Conversational Channels Case Management
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